How To Deal With A Fraudulent Transaction On Your Westpac Credit Card

Information verified correct on October 27th, 2016
A man wearing a balaclava and holding a credit card

Follow these measures to avoid credit card fraud with your Westpac card.

Despite all the Westpac security measures that are in place to protect your credit card, credit card fraud can still sometimes happen. Accepting this possibility is your first step towards making it more difficult for the fraudster to attack you because you will be acting defensively at all times.

How fraudulent transactions take place

There are many different types of credit card fraud, the simplest being that your credit card details are obtained by someone unauthorised to use your account, and this person then uses your card over the phone or on the Internet to make purchases in your name. For this type of fraudulent transaction to happen, the crook doesn’t even need to physically possess your card. As long as they know the card details and the security code on the reverse, they are away and shopping.

The most effective defence against this is to keep a close eye on the transactions that appear on your card statement. Don’t assume that just because you still have a hold of your card that it’s not being used for fraudulent transactions. Check your statement and compare all the transactions to your receipts. Although Westpac’s 24/7 Falcon fraud protection monitors all accounts, this is looking for unusual activity on your card, and the smart fraudster will try not to appear on the radar with odd or large purchases.

Westpac Fraud Contact Details

Contact us immediately on 1300 130 961, or if outside Australia +61 3 6345 1058. Black cardholders can call 1300 651 999.

What happens if fraudulent transactions appear on your card?

If you believe credit card fraud to have occurred on your account, here’s the process:

  1. Contact Westpac as soon as possible.
  2. Westpac will stop your card (and those of any additional cardholders) and proceed to issue new cards.
  3. Westpac will also stop and replace any companion cards, such as exist with the Earth or Altitude credit card ranges.
  4. You will be sent a ‘Transaction Investigation Request’ form, on which you must detail the list of fraudulent transactions.
  5. You confirm and sign the form and return it to Westpac within 14 days.
  6. Westpac completes the investigation and refunds the query transactions, if deemed to be genuinely fraudulent.

After that, you will have to inform any payees of your new credit card details if you have regular payments set up on your credit card, and activate the Card Autopay feature on your new card, if applicable. Your replacement credit card(s) should arrive in 5 to 7 business days and these will have new PINs that you can change at any Westpac branch. Any fees that have been applied to your account due to the credit card fraud will be refunded in full.

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4 Responses to How To Deal With A Fraudulent Transaction On Your Westpac Credit Card

  1. Default Gravatar
    allison | October 14, 2014

    On Monday I picked up my bank and visa card statements at my holiday home in Milburn which some helpful bank employee had changed the address to without being asked—and found a preliminary order of a special face cream $9.58 made09/09 had been followed up eight days later by an unauthorized withdrawal of $96.37.23/09 I rang Credit card services on my return to Dunedin to stop payments to this account and was given an e-mail address which I wrote to–answers back from there indicates not that firm. A further unauthorized withdrawal has apparently been made-08/10 of $100. No
    goods have been received.Please contact me for further details. Allison

    • Staff
      Elizabeth | October 15, 2014

      Hi Allison,

      As we’re a financial comparison website we’re unable to provide any assistance with personal accounts. It’s important you get in contact with your bank as soon as possible by phone and make sure no more fraudulent payments can be made from this account.

      Hope this has helped.



  2. Default Gravatar
    Long | October 22, 2013

    What can I do If I am not satisfied with the result, for example if Westpac cannot refund the supposed fraudulent transaction?

    • Staff
      Jacob | October 22, 2013

      Hi Long.

      Thanks for your question.

      If you are unhappy with the decision of a financial provider, you can refer to the dispute to the Financial Ombudsman Service (FOS). There is an ombudsman service for each state and territory in Australia.

      I hope this helps.

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